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This training has been designed to help you understand an organization's commitment to a reliable IT infrastructure, IT help-desk service quality and IT customer satisfaction. The ISO 20000 consists of two main parts: ISO 20000-1 is a formal specification and defines the requirements for an organization to deliver managed services of an acceptable quality for customers; and ISO 20000-2 is a Code of Practice that describes the best practices for Service Management processes within the scope of BS 15000-1. The Code of Practice is particularly useful for organizations preparing for an audit against ISO 20000-1 or planning service improvements.

The training provides you with an overview of the purpose and requirements of ISO 20000 and how it helps to reduce IT costs and ensure control of an IT infrastructure.

The training is an introduction for anyone involved in the development, implementation and improvement of management systems based on ISO 20000. If you plan to complete other ISO 20000 training, such as Internal Auditor and the Lead Auditor Training, you will receive during this course the knowledge and understanding of ISO 20000 upon which to build auditing skills.

The training comprises lecture and workshop exercises.

Successful completion of this training and the Internal QMS Auditor Training fulfill part of the training requirements for certification as Lead Auditor with the International Register of Certified Auditors (IRCA).